Did npower know that my meter was faulty?

JKal96

I first complained to npower on the 26/6/18 about my bills which I knew were excessive as I was a student living by myself in a single flat. I was hardly in and even if I was, the bills still didn't add up. I moved in to the flat on March 2016 and paid monthly £35, this increased to £50, £92 and even £127 before I had enough and switched. They never replied to the first complaint in June. I complained again in September when they issued me a ridiculous final bill. I've received an email from the executive complaint service where she wrote:

"I am writing in response to your complaint raised on 25 September 2018 regarding your final electricity bill charges.

I understand you are in dispute of your final bill charges as you feel these are excessive due to you living in a single person flat.

Following a full review of your account I can see you have an Economy 7 meter, which record and day and night rate. I would like for you to complete for me what’s known as a ‘load test’. This is when two sets of meter readings are taken, one set around 9am and another around 7pm.

In your email you did also your concerns of your meter having a possible fault. As we are no longer your energy provider we are unable to arrange for your meter to be tested this would now need to be completed by your current supplier.

I have however completed a usage analysis and I have found from around March 2017 majority of your usage has been recorded on your day rate. This would show that there could be a possible issue with your timing switch, however again as we are not your supplier we wouldn’t be able to arrange for an engineer to check this and you would need to contact your current supplier.

As well as completing the load test (requested above) could I as you take a set of meter readings, then run a wash or boil your kettle 3-4 time (to advance the meter) and then take a second set of reads. Also if this could be completed around 10am.

If you could provide me with these requested reads by the 17 October 2018 either by email or calling me direct once received I can review your complaint further. My working hours are Wednesday 08.30-17.00, Thursday and Friday 13.00-17.00. "

Did they know that my meter was faulty? It's very suspicious that she says after a usage analysis they find that from March 2017 (more than a year ago!) I may have been wrongly charged because the rates have been recorded incorrectly due to a timing switch! Why not tell me then! And why not tell me when I initially complained. I have gone to a resolver and I can escalate it if I want. I don't know what to reply and am asking for anyone's advice or if someone has had a similar experience. What rights have I got given this email/confession?
I find it hard to trust them with the requested meter readings...

[Deleted User]

Npower probably would nt have known if the timer switch was nt set correctly.Depends if their meter readers have been told to examine them to see if they are anywhere near the correct time.
We are still in BST now so all digital timers are at least an hour out anyway even if there is an accurate Radio teleswitch timer.
As a meter reader for a few suppliers only Scottish Power have asked us to check the old 24 hour analogue timers to see if they are within 2 hours of the correct time. If they were not they could charge the occupiers to come out and replace it.
Transposed day/night Eco 7 meters are a constant problem with all suppliers.
Night storage users would find increased bills when this happens but people with gas heating would get decreased bills.
There is an obligation in everyones terms and conditions that the occupier reports faulty meters and attached timers as soon as possible. The obligation is on the occupiers to do their part and not leave it up to the supplier or the rare occasions that meter readers gain access.
If you had examined your bills you could have seen the transposed meter readings.

nPower

JKal96 wrote: »

I first complained to npower on the 26/6/18 about my bills which I knew were excessive as I was a student living by myself in a single flat. I was hardly in and even if I was, the bills still didn't add up. I moved in to the flat on March 2016 and paid monthly £35, this increased to £50, £92 and even £127 before I had enough and switched. They never replied to the first complaint in June. I complained again in September when they issued me a ridiculous final bill. I've received an email from the executive complaint service where she wrote:

"I am writing in response to your complaint raised on 25 September 2018 regarding your final electricity bill charges.

I understand you are in dispute of your final bill charges as you feel these are excessive due to you living in a single person flat.

Following a full review of your account I can see you have an Economy 7 meter, which record and day and night rate. I would like for you to complete for me what’s known as a ‘load test’. This is when two sets of meter readings are taken, one set around 9am and another around 7pm.

In your email you did also your concerns of your meter having a possible fault. As we are no longer your energy provider we are unable to arrange for your meter to be tested this would now need to be completed by your current supplier.

I have however completed a usage analysis and I have found from around March 2017 majority of your usage has been recorded on your day rate. This would show that there could be a possible issue with your timing switch, however again as we are not your supplier we wouldn’t be able to arrange for an engineer to check this and you would need to contact your current supplier.

As well as completing the load test (requested above) could I as you take a set of meter readings, then run a wash or boil your kettle 3-4 time (to advance the meter) and then take a second set of reads. Also if this could be completed around 10am.

If you could provide me with these requested reads by the 17 October 2018 either by email or calling me direct once received I can review your complaint further. My working hours are Wednesday 08.30-17.00, Thursday and Friday 13.00-17.00. "

Did they know that my meter was faulty? It's very suspicious that she says after a usage analysis they find that from March 2017 (more than a year ago!) I may have been wrongly charged because the rates have been recorded incorrectly due to a timing switch! Why not tell me then! And why not tell me when I initially complained. I have gone to a resolver and I can escalate it if I want. I don't know what to reply and am asking for anyone's advice or if someone has had a similar experience. What rights have I got given this email/confession?
I find it hard to trust them with the requested meter readings...

Hi JKal96,

Thanks for your message. Please contact us using the details on our profile page so we can help with any issues you're having with your bill.

Thanks,

Jen